At Poole Alcock, we are committed to delivering an outstanding client experience at every stage of the legal journey. We are looking for a proactive, self-motivated client-focused Client Relationship Manager to join our growing team and play a key role in strengthening relationships with existing clients, supporting repeat business, and helping us continually improve the service we provide.
This is an exciting opportunity for someone who is passionate about client care, confident in building strong relationships, and motivated by identifying ways to add value for both clients and the business.
Responsibilities
To take ownership of client offboarding with existing clients, proactively liaising with clients at the end of their case to strengthen relationships, obtain feedback and reviews, support repeat business, generate internal referrals and identify further legal service opportunities. This is a client relationship role with a clear sales focus, centred on retaining clients, promoting the firm’s services appropriately, and contributing to business growth through cross-selling and upselling.
The role also involves sharing client insight and feedback with department heads to help improve the overall client experience.This is a new function within the central management team, with scope to grow in line with business need. As the team develops, the role will also include responsibility for supporting, supervising and training new team members.The role also supports the New Enquiries Team as required.
Experience
We are looking for someone with excellent communication skills, a positive and professional approach, and the confidence to engage with clients in a helpful and meaningful way. You should be able to build rapport quickly, handle sensitive conversations with care, and use your sales and relationship-building skills to identify opportunities for repeat business and additional services in a professional, client-focused manner.
The ideal candidate will be highly organised, self-motivated proactive, and comfortable balancing client care responsibilities with commercial awareness and a clear sales focus. Previous experience in a client-facing, relationship management, sales, customer service, or legal support role would be advantageous.
Benefits:
- Additional leave
- Employee discount
- Enhanced maternity leave
- Free flu jabs
- Free parking
- Health & wellbeing programme
- On-site gym
- On-site parking
Ability to commute/relocate:
- Northwich CW9 7RA: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
- Experience of managing or supporting a team
- Are you comfortable working towards targets (e.g. referrals, client retention, review scores, KPIs)?
- Do you have strong IT skills and experience using a CRM or case management system?
- Previous experience of working within a law firm
Experience:
- working in a client role within a professional environment: 2 years (required)
- identifying opportunities to upsell or cross-refer : 3 years (required)
Location:
- Northwich CW9 7RA (preferred)
Work Location: In person
